Keith Rodgers Email and Phone Number

2013 – Present USAA Banking and Insurance Solutions PhoenixSales Director*Innovation Lead - Leader for local campus and organizational innovation efforts . Drive on-going participation and engagement in idea platform. Formalized idea generation and push the envelope to create inspiration. Selected to drive engagement in Phoenix and in the business. Top idea submitter and Innovation Award winner for 2021, 2022 with over 200+ ideas and counting. 1 patent issued. *Developed and implemented 3rd party triage tactics to increase productivity resulting in an increase of over 1% in funding rate in 2015*Executed multiple strategies to ensure mitigation of compliance risks. Primary leadership to reduce compliance error rate from 50% to under 2% YoY*Created new innovation platform to pair key stakeholder sponsors with critical business process changes to increase innovation throughput. In the process, develop innovators on the art of the pitch *Co-creator of cornerstone program for Bank and Insurance Solutions to ensure financial readiness for employees in alignment with key CEO priority. Focused education on tactics and actionable advice impacting over 2000+ employees*Ambassador Leadership Award Winner – Q12014, Q32015, Q22016 (discontinued)*Innovation Wearable Hammer Innovation Award – Q42014 (discontinued)*Culture Champion - Strong culture has been core to USAA's success since 1922. It is how we put our mission into action – how we behave, make decisions, treat each other, and serve our members. Our goal is for all employees to live The USAA Standard, every day, in every interaction. Through our behavior, we all can strengthen and advance USAA's culture.

*Started new USAA Bank business unit in the Tampa Regional Campus responsible for hiring 125+ new employees and standing up 4 distinct Bank business units*Led integrated team of 10 managers, 200+ employees banking and insurance skills focused on delivery of exceptional member experiences*Selected to participate in 2nd cohort for “Leadership in Action” emerging executive program *PRIDE leader responsible for coordinating and communicating key issues affecting the business and employee population to improve employee morale*MX Leadership Mentor selectee. Program aimed to provide talented individuals with an MX senior leader mentor for development *Ambassador Leadership Award Winner – Q12012*ICE Innovation Key Contributor – Q12011 *ICE Top Collaborator “Most Collaborative Individual”, “Most Comments/Votes”, “Bounty Challenge” Award Winner - 2012

*Instituted process engineering acumen to lead various financial services contact center business lines including mortgage originations, consumer lending, primary banking and insurance products *Led resource initiative known as the Mortgage Surge. Overseer of 1000+ insurance and bank-skilled MSRs to help originate and service mortgage originations calls *Successfully launched Bank operations in Tampa. Participated in all aspects of hiring, operations, recognition, resource and capacity planning, community outreach and budget responsibility. Provided executive bank leadership and direction for product delivery and quality assurance. *Phoenix Leadership Award Winner – Q12008

Managed 12 inbound sales representatives who are responsible for onboarding new members, establishing multi-company relationship to attain retention and organizational growth objectives. Primarily coach insurance–licensed senior representatives to achieve organizational metrics through needs analysis for property and casualty, banking, and life insurance products in all 50 states and International. Pioneered synergistic project aimed at increasing productivity across multiple departments through partnership and shared best practices. Exceeding expectations in leadership, teamwork, and business results. Diversity champion for the Enterprise responsible for communicating diversity and cultural awareness initiatives for the site. Quality subject matter expert and United Way department liaison.*Executed plan to achieve 95% member satisfaction for 18 consecutive months*Implemented project aimed at increasing product penetration that resulted in 33% more referrals to financial planning services *Exceeding expectations in leadership, teamwork, communication, and business results

Recruited from Fortune 500 Company to a technology start-up company with limited capital funding to develop customer service infrastructure around a proprietary chiropractic medical billing software system. Responsible for creating standard operating procedures, employee conduct and behavior guidelines, business plan development and general managerial oversight.

Acquired during corporate Prudential corporate acquisition. Managed a team of 6 inbound customer service sales supervisors that each managed teams of 15+ representatives - an approximate direct span of control of 100 that dealt with property and casualty, health and dental insurance. Creation of new Agent Service department within the organization that spanned across to regional sites and responsible for approximately 300 field agents. Management oversight for multiple teams of representatives responsible for field agent and customer service. Identify business requirements and establish effective systematic streamline processes. Formulate reporting structure and resource tools necessary to centralize agent service and customer issues. Communicate strategic business objective to Territory Managers and Executive Vice Presidents and develop organizational process flow to establish functional service model.*Prudential was acquired by Liberty Mutual in Nov 2001. *Managed diverse team of 650+ employees (field agents, inbound agents and territorial managers) which produced over $9.0 million in annual premium*Implemented Agent Service Team business strategy designed to achieve retention, distribution and productivity objectives. *Launched strategy that spanned across two regional sites. Identified business requirements and established effective systemic streamline processes for achieving retention objectives and improved satisfaction. *Team Manager (Director) responsible for lead generation coordination, projection and analysis, corporate liaison and point of contact for new product deployment. *Created call monitoring program developed to maximize agent productivity and customer service quality.

• Managed a team of 15 inbound sales representatives. Sales Manager responsible for lead generation coordination, projection and analysis, communication specialist, corporate liaison and point of contact for new product deployment and administration and increased sales. Creator and coordinator of call monitoring program developed to maximize agent productivity and customer service quality. Led the top sales team that produced over $1.5 million in premium. • Acquired from Prudential during the corporate acquisition to lead special projects reporting directly to Area Vice President. Responsible for business reports analysis, business continuation planning and migration situation problem resolution. Identified key issues, formulate recommendations, and formalize action plans. Responsible for identifying and rectifying any issues that resulted from corporate acquisition.

Responsible for writing and creative generation of greeting cards and specialty products. Tenure included rotational responsibilities in a number of areas to obtain a broad experience within the organization. Developed a new line of cards for the college market as a final project titled "Altered State." Successfully completed the program.